Thomas Wilson, Service Designer and Organizational Designer

MedicaSLider

• AI / ML + Agentic Solutions
• Service Design
• Journey Management
• Org Design & Effectiveness
• Change Management
• Workshops, Co-Design
• L&D Training
• Ethnographic Interviews
• Product Roadmap + PRDs
• Prioritized Workstreams
• Process + Playbooks
• Prioritized Workstreams

Streck-slider

• AI / ML + Agentic Solutions
• Service Design, Journeys
• Manufacturing Improvements
• ADKAR Change Management
• Org Design & Effectiveness
• Workshops, Co-Design
• L&D Training
• Ethnographic Interviews
• Value Stream Mapping
• Process + Playbooks
• Prioritization Workstreams

Cigna-slider

• AI / ML + Agentic Solutions
• Service Design
• Workflows, Journeys
• Ethnographic Interviews
• Customer Archetypes
• Workshops, Co-Design
• SOPs & Process Improvements
• L&D Training
• Prioritized Workstreams

AIG-slider

• Service Design + UX/UI
• Customer Archetypes
• Workshops, Co-Design
• Ethnographic Interviews
• Workflows, Journeys
• User Archetypes
• 360 Empathy Maps
• Storyboards, Scenarios
• SOPs & Process Improvements

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Mixed Methods,
Discovery Research,
Behavioral Science,

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Org Design, L&D,
Service Design,
CX, EX, UX,

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Journey Mapping,
Management,
& Orchestration

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AI Readiness
Org Transformation
& Change Management

Honored to be featured in:

Books I’m in.

People say the nicest things.

If you pay them in cupcakes.

Thomas is a brilliant thinker, prolific writer, competent teacher, excellent researcher, passionate communicator, and gifted service design strategist. The work experiences he has had set him up to understand both newfangled and tried and true tools, methods, and processes and when and how to use them. He inspires people with his vision, and pushes meaningful work forward all while diplomatically challenging the status quo. Thomas is a leader, a contributor, a collaborator, and a friend. I enjoyed working with him in my time as Chief Design Officer at UnitedHealthcare and I would work with him again in a heartbeat. He will be an asset to any client or organization that values the people it serves and wants to bring better experiences to market.

Amy HeymansChief Experience Officer, United Healthcare, Founder Mad*Pow

Thomas is a rare person who takes a truly holistic systems-thinking view of the world. Thomas and I worked together to find ways that UHG and Optum could better serve our customers with self-service chatbots that gave precise answers to complex questions. I truly enjoyed working with Thomas, and I learned a lot about how our customers can be better serviced through integrated information and highly-connected knowledge graphs. Thomas could see the full potential of breaking down silos of information so we could serve our customers. Consider yourself lucky if you get a chance to work with Thomas. I hope I can work with Thomas again in the future.

Dan McCrearyDistinguished AI & Graph Engineer, OPTUM, NEXT Computers

Thomas is a true Renaissance man. He has depth and rigor in multiple areas – information architecture, presentation design, service design, project and team management, creative direction – and not only does he skillfully provide these services but he does deep dives into theory and practice to inform his work with nuance and an observational prowess that many practitioners don’t make time for. He is the real deal, and I collaborate with and recommend him as often as I can.

Sunni BrownInnovator-in-Residence @MURAL. Founder @Sunni Brown Ink, Author, TED and Keynote Speaker

Ive done several large projects with Thomas and various teams and capacities. He was the Researcher, Service Design/UX Design Lead and Project Manager on a massive new-to-world super computer server developed for Facebook and Google. It was a massive new-to-world super-computer server with robotic arms, hydro-blades in liquid immersion gel to prevent over-heating that monitored power, gas, fluids and temperatures, all- through the 32″ touchscreen monitor on the side of each unit and a remote iPad. Thomas was great to work with. I’m looking forward to working with him again.

Tomasz BrunarskiFOunder/CEO: Coder’s Peak

Thomas is an innovative thinker, experienced Service Designer, Project manager, excellent mentor, CX designer, problem solver and intuitive leader. Thomas is a critical thinker who focuses on User Centered Design and obsessively uses the Law of First Principals to innovate. He’s highly creative and collaborative. I can’t wait to create with him again.

Brian DilsLead Product Designer-Principal former: Adobe, Firefox, PayPal

Thomas has an eye for user centered design. He’s a very talented and curious researcher and designer. He always puts the customer first. I’ve had the pleasure of working with him at two startups and he produced everything from; valuable research, user journeys, wireframes and hi-fidelity mockups and use-flows to clean prototypes. Hire him if you can get him.

Lance ObermyerCTO: Digby, TalkWithMe, Tabbed Out, Union

What a brilliant, uber-creative and always thinking ahead, individual. My team’s time working with him was magical since his ideas don’t come from the hum-drum of corporate America, they come from his soul. He feels his work, he’s connected to it, and it’s an amazing thing to watch unfold and be able to say you were involved. Thomas is one of the most talented, creative, communicators and thinkers I’ve ever had the pleasure of working with.

Rocky BrownDirector of Digital Marketing—IBM and Dun & Bradstreet

It’s rare that a creative brings more than writing and design to the table. With Thomas, you get it all – imagination, intelligence, innovation, objectivity, and enthusiasm. Every project he touches reaches beyond expectation – returning with fresh perspectives that not only stay on strategy, but surprise with smart execution, variety, and flair. My experience working with him at JWT was like having stealth-weaponry on the team. Presentations ended with applause, clients swooned, and awards rained. I look forward to working with him again.

Jay LoveBrand Strategist, Creative Director—J. Walter Thompson

It’s unusual to find a Service/UX designer with a flair for all things creative. He is an exceptionally fast, talented and insightful UX creative. He’s also great at designing a wide range of things from service design, digital to slideware to product design and packaging.

Pam O’NealSenior VP of Marketing—Meta (Facebook) Previous: Rackspace

Tom is a go-to resource for us. His ability to combine strategic thinking with Service Design and UX Design, delivers experiences that convert passive prospects into active customers. Highly recommended.

Mario BehrCEO Green Dot